Customer Experience Representative

Customer Experience Representative

Department: Sales

Employment Type: Full Time

Location: Raleigh, NC

The Customer Experience Representative plays a key role in delivering a seamless, accurate, and thoughtful experience for both direct-to-consumer and wholesale customers. This role partners closely with the Operations and Sales teams to resolve quality and ordering needs, track customer feedback, and continuously improve the customer journey. This is a hands-on, operational customer experience role supporting both wholesale accounts and direct-to-consumer customers in a CPG environment.

Direct-to-Consumer (Ecomm) Support

• Serve as a primary point of contact supporting the Customer Experience Lead
• Respond to customer inquiries and issues via phone, email, social media, chatbot tools, and incoming mail
• Manage customer requests including order placement, refunds, cancellations, returns, and account updates
• Ensure accurate, timely resolution while maintaining a high standard of customer care and brand voice

Wholesale & Retail Partner Support

• Support wholesale and retail partner inquiries related to orders, fulfillment status, and product or brand information
• Assist with customer service inquiries through retail partner portals
• Coordinate with Sales and Operations teams to resolve account-level issues efficiently
• Help ensure a consistent and professional experience for wholesale partners alongside DTC customers

Systems, Data & Continuous Improvement

• Maintain accurate customer, order, and case records across Net Suite, Shopify, and customer-facing tools
• Track, analyze, and summarize customer and wholesale feedback to identify trends related to product quality, fulfillment, or service gaps
• Partner with Operations, Fulfillment, and Sales to help trace recurring issues to their root cause and support continuous improvement initiatives
• Contribute to efforts aimed at increasing customer retention and reducing friction across the customer journey

• 3+ years of experience in a customer service or customer experience preferably in a consumer goods, e-commerce, or wholesale environment, supporting physical product orders
• Strong understanding of customer service best practices
• Experience working in ERP, e-commerce, or customer support systems (e.g., Net Suite, Shopify, ticketing platforms) preferred
• Proficiency in Microsoft Excel, Word, Zoom and email communication tools

• A collaborative, team-player mindset with a passion for continuous improvement
• The ability to work independently and take initiative in a fast-paced, start-up environment
• Strong organizational, time management, and task-prioritization skills
• Excellent verbal and written communication skills
• A calm, intuitive approach to problem-solving
• Strong analytical and critical-thinking abilities
• A positive, “get-it-done” attitude
• Exceptional attention to detail